Enterprise Account Manager

Job Summary
The Enterprise Account Manager manages the critical responses to service delivery matters escalated to his/her attention for the assigned enterprise client account, ensuring client satisfaction and resolution of these critical matters. The Enterprise Account Manager serves as SMS Assist's primary liaison for the client's designated contact person who has the responsibility for addressing service issues that have been escalated within the client's organization for attention. The Enterprise Account Manager builds trusting and influential relationship with the client's leadership and management as well as with the stakeholders within SMS Assist.
The Enterprise Account Manager is responsible for responding to extraordinary service issues that require immediate attention and collaborating with the account's leadership in directing the account's resources to execute a resolution of the matter effectively and efficiently. To accomplish that the Enterprise Account Manager will have a thorough understanding of SMS Assist's services, tools, organization structure and resources, and the account's organization structure, as well as of the client's business objectives and its stakeholders, as well as.
The Enterprise Account Manager delivers operational excellence by creating and developing relationships with the account team's and the client's stakeholders. This role also provides input and guidance anticipating risks and issues that could arise and helps position internal operations and processes to avoid them and properly react to them when they occur, so that service is delivered that exceeds expectations.
Responsibilities
• Operate as the lead point of contact for escalation by client of service delivery issues.
• Manage completion of the escalated matters, track their progress, and report the status to the client.
• Retain and identify areas of opportunity to meet revenue growth goals of assigned client groups.
• Proactively review the portfolio and identify risks for which processes could be developed, actions taken, and digital tools deployed to manage and minimize the risks.
• Build and maintain trusting long-lasting customer relationships.
• Review service contracts to mitigate risks.
• Timely and successful delivery of solutions according to customer needs and objectives
• Clearly communicate the progress of resolutions to internal and external stakeholders
• Support maintaining a culture of compliance and safety among account service activities.
• Contribute to the presentation of monthly updates and quarterly business reviews.
• Contribute to client meetings and attend regular client status.
• Travel requirements: Travel expected up to 30% of the time.
Role Specific Skills
• Ability to assess strengths, weaknesses, opportunities, and threats within the client's portfolio.
• Prepare root cause analysis and written recommendations for changes and investments to secure and enhance service delivery effectiveness.
• Strong interpersonal skills and the ability to build relationships with key stakeholders.
• Financial management and budgeting
• Collaborating within a complex organizational structure to achieve the desired outcome.
Qualifications
Minimum Qualifications
• Bachelor's Degree or higher
• 10+ years of experience managing complex corporate real estate and facilities accounts, preferably in the financial services industry.

Please note this job description is not a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
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